A technician identified an issue on a workstation, obtained details from the user, and made a backup of the system. Which of the following should the technician do NEXT?

Question

Options

• ADetermine the next steps to resolve the issue and document it.
• BDesign a plan of action to resolve the issue and implement the solution.
• CDocument the findings, actions, and outcomes.
• DEstablish a theory of probable cause, researching internally or externally as needed.

• A
  4% (1)
• B
  4% (1)
• C
  9% (2)
• D
  83% (19)

Explanation

CompTIA defines a structured troubleshooting methodology with ordered steps: (1) Identify the problem, (2) Establish a theory of probable cause, (3) Test the theory, (4) Establish a plan of action and implement the solution, (5) Verify full system functionality, (6) Document findings, actions, and outcomes. The technician has already completed step 1 by identifying the issue and gathering user details, and made a backup as a precaution. The NEXT step is step 2: Establish a theory of probable cause (D). Options A and B describe steps 4–5, which come later. Option C (document findings) is the final step 6.

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